What is Knowledge Management KCS Capabilities all about?

[Suggy]

What is Knowledge Management KCS Capabilities plugin all about?

(com.snc.knowledge_kcs_capabilities)

What is its use? What benefits do I get? Is there any video/webinar that explains it?

I simply want to get details on - with KCS and without KCS plugin in ServiceNow

[Robbie]

Hi @Suggy,

The plugin you refer to is to help support the methodology and process of KCS by providing roles and metadata fields.

@Ashley Snyder provides a great article of the Knowledge module including KCS here (Kudos): https://www.servicenow.com/community/knowledge-management-articles/knowledge-management-getting-star...

Stepping back a bit for an overall understanding and setting context - KCS is a methodology and a set of practices and principles for when and how to use the core Knowledge management module - creating, managing, and sharing knowledge in a customer service or IT support environment. 

Think of it as a mindset - KCS is intended to emphasize the creation of knowledge as part of the problem-solving process and continuously improve the knowledge base over time.

Simple terms - this means as support agents resolve issues, they capture solutions as knowledge.

This solution and Knowledge article is then reviewed, improved, published and importantly as part of the KCS methodology, is measured for the effectiveness and evolved it based on feedback.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.



Thanks, Robbie

[Suggy]

Hi @Robbie Thanks a lot for sharing that, but I am still looking for details like, what features or capabilities I would get in ServiceNow when I activate that plugin (what use cases)

In other words, I am looking for details on - with kcs and without kcs .

[Manasa Reddy Li]

Hi @Suggy ,

I am looking for the same information about the difference of installing KCS and not installing KCS.

Can you please share the information, if you had found?

Thanks 

[AndersBGS]

Hi @Suggy ,

I would recommend you to take this training: https://nowlearning.servicenow.com/lxp/en/now-platform/knowledge-management-km-fundamentals-vancouve... as this will touch upon KCS.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders